Shivashish Sinha
Gurgaon
Summary
A multi-skilled techno-management professional & customer success manager with 9 years of experience in SaaS solutions with a wealth of experience in managing multiple accounts, onboarding new customers, driving customer renewals, upselling and providing an exceptional experience for the customers.
Overview
10
10
years of professional experience
Work History
Sr. Customer Success Manager
Credgenics
Noida
07.2021 - Current
- Managing esteemed clients such as Tata Capital, Kotak Bank, Aye finance, CSB Bank, Mpokket, Hinduja, etc
- Maintained a NPS of 9/10 with a retention rate of 80%, with customer satisfaction score averaging at 8 for my clients
- Generated an additional revenue of 60 Lakhs through successful cross-selling and upselling initiatives
- Overseeing day-to-day operations and fostering client growth through a consultative approach, including facilitating onboarding and providing platform training
- Recognized as Performer of the Month within four months of joining for demonstrating quick learning abilities and excelling in onboarding, training, product adoption, and ensuring customer satisfaction
- Successfully onboarded the organization's first international client, BFI finance, Indonesia
- Collaborating with various departments Product, Tech, Operations, Digital communications, Data science to enhance overall customer satisfaction.
Key Account manager
Zenatix Solutions (A Hero Group company)
Gurgaon
06.2019 - 06.2021
- Managing client expectations, onboarding, cross-selling, upselling, and customer retention for a portfolio of 10 accounts with a retention rate of 90%
- Handled key clients including Jubilant FoodWorks (Domino's), Shoppers Stop, Sapphire Foods (PH and KFC), Trent, Rebel Foods, and Rockman Industries, whose combined turnover accounted for 60% of total revenue
- Overseeing post-sales activities such as onboarding training, billing, upselling, and fostering strong relationships with key accounts.
Key Account Manager
Razorpay Software Pvt Ltd
Gurgaon
07.2018 - 06.2019
- Managed client relationships with UrbanClap, Udacity, Kent RO Systems, 1MG, and Starquik (A Tata Enterprise) by conducting periodic reviews and providing regular updates
- Met quarterly targets for new business development with existing customers
- Coordinated with various departments within the organization to ensure efficient service delivery to clients.
Product/Project Manager (non-tech)
Viverati Interactive Marketing Pvt Ltd (Poshvine)
Bangalore
02.2018 - 07.2018
- Liaised with concerned authorities to get PCIDSS (Payment Card Industry Data Security Standard) certification
- Established single point of contact for mitigation of all conflicting issues
- Supervised actively for API integration thus ensuring smooth interfacing of various inter-functional applications on the platform
- Identified Product Constructs, Vendor and Provider for the sales team to bring out various offers that can be provided to the users on offer platforms owned by clients like Jet Airways, ICICI and American express.
Customer Success Manager
Dineout (Times Internet Limited)
Bangalore
08.2016 - 02.2018
- Managed international sales operations, backend setup, and CRM for Bangalore, Chennai, Hyderabad, Kolkata, and Pune
- Secured orders from renowned establishments such as Gastronomad and Anjappar in Singapore, and Hokka Hokka in Australia, among others
- Created product videos and support articles for tutorials and training purposes nationwide, catering to both existing and newly onboarded sales and CRM teams, as well as customers
- Established processes from sales to delivery, including the resolution of post-delivery issues.
Business Development Associate
Snaplion Sales India pvt ltd
03.2016 - 06.2016
- Responsible for prospecting and nurturing new leads, both domestically and internationally, through cold calling and effective lead conversion techniques
- Proficiently communicate the technical capabilities of the platform and demonstrate how it can enhance business growth for potential clients through comprehensive app demos
- Facilitate and coordinate the app building process between the client's operations team and Snaplion's operations, graphics, and development teams
- Ensure thorough testing of the app under the required conditions specified by the client before submission to the Google Play Store and Apple App Store.
Vendor Management Associate
SWIGGY.COM (Bundl Technologies Pvt. Ltd.)
07.2015 - 02.2016
- Responsible for successfully on-boarding more than 200 restaurants on the website as well as taking care of post on-boarding activities such as updating of profile and menus
- Assuring quality of information such as menus, phone numbers, taxes and photo-shoots conducted for their food items
- Making sure that on-boarded restaurants follow Service Level Agreements and give customers an excellent experience
- Key accounts/vendors handled: Lite Bite Foods, Bercos, Dana Choga's Kitchen, Keventers, Giani's, Giani, Pita Pit, L'opera.
Assistant Manager Underwriting
HDFCERGO (General Insurance)
01.2014 - 06.2015
- Conducting risk inspections, surveys, and thermography assessments
- Analyzing risk data to determine if overall conditions deviate from expected averages and assessing the severity of the risk
- Identifying potential risks and recommending improved methods to mitigate existing risks to clients
- Assessing risk quality and proposing enhanced safety measures to minimize potential losses.
Education
Post Graduate in Management -
IMT Ghaziabad
12.2023
Mechanical Engineering (B.E) -
KLE's college of engineering and technology, Belgaum (VTU)
06.2012
Skills
- Account Management
- International Sales
- SAAS
- People Management
- Business Negotiation
- Liaising & Coordination
- Business Development
- Process Setting
- Training
- Analytics
- CRM
Professional Title
Sr. Customer Success Manager
Languages
- Hindi
- English
Hobbies and Interests
- Fitness
- Tech review of Phones
- Trekking Photography
Timeline
Sr. Customer Success Manager
Credgenics
07.2021 - Current
Key Account manager
Zenatix Solutions (A Hero Group company)
06.2019 - 06.2021
Key Account Manager
Razorpay Software Pvt Ltd
07.2018 - 06.2019
Product/Project Manager (non-tech)
Viverati Interactive Marketing Pvt Ltd (Poshvine)
02.2018 - 07.2018
Customer Success Manager
Dineout (Times Internet Limited)
08.2016 - 02.2018
Business Development Associate
Snaplion Sales India pvt ltd
03.2016 - 06.2016
Vendor Management Associate
SWIGGY.COM (Bundl Technologies Pvt. Ltd.)
07.2015 - 02.2016
Assistant Manager Underwriting
HDFCERGO (General Insurance)
01.2014 - 06.2015
Post Graduate in Management -
IMT Ghaziabad
Mechanical Engineering (B.E) -
KLE's college of engineering and technology, Belgaum (VTU)
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